Tech Support Specialist I

Mailing Address

P.O. Box 217

Lewisville, TX 75067

Job Title: Technical Support Specialist I Wage/Hour Status: Non-Exempt

Reports to: Supervisor Technology Pay Grade/Days: TN41/221days

Dept./School: Technology Dept. Date Revised: Summer 2021

Primary Purpose:

Provide excellent customer service by providing technical support to LISD staff and students in a timely and professional manner. A technician will be assigned one or more locations as their primary support responsibility. Support is provided for computers, mobile devices, software, and other technology equipment as reported in support tickets or otherwise assigned.

Qualifications:

Education/Certification:

• High School Diploma or GED
• Technical Certification is a plus (such as A , MCP, MCSE)
• Valid Driver’s License
• Driving record that meets the requirements of the district’s insurance carrier

Special Knowledge/Skills:

• Troubleshooting skills in current client operating systems and computing hardware
• Knowledge of computer setup, install, and imaging, and software programs
• Understanding and ability to troubleshoot client TCP/IP network communications
• Experience supporting and using iPads is a plus
• Experience supporting and using Mac OS X is a plus
• Knowledge of setting up or troubleshooting classroom technology is a plus

(interactive white boards, document cameras, digital projectors, etc.)

Experience:

• Minimum 1 year in-field work experience supporting computers and other related equipment and software.

Major Responsibilities and Duties:

• Provide technical support to assigned location(s) by resolving support tickets within a 24 to 48 business hour time frame under normal circumstances.
• Start and end your workday at an assigned campus unless otherwise instructed by your Technical Services Zone Leader or a department administrator.
• Install, troubleshoot, and repair technology hardware and software. This includes but is not limited to computers, laptops, tablets, mobile devices, printers, network devices, interactive white boards, digital projectors, and productivity or educational software.
• Maintain timely and accurate records of work in the help desk ticketing system.
• Provide basic instruction to end users as applicable or send them to an applicable article in the knowledgebase.
• Assist with maintaining technology inventory as required. Maintain and replenish a stock of common tools, parts, and components needed to do your job. Maintain accurate records of these with the Technology Warehouse.
• Perform maintenance, upgrade, and proactive activities including re-imaging computers, maintaining equipment, upgrades, and other related tasks.
• Follow all policies and procedures of the Technology Department and of the school district where applicable.
• Assist in moving, loading and unloading inventory at various locations manually as required.

Mental Demands/Physical Demands/Environmental Factors:

• Tools/Equipment Used: Hand tools and test instruments for electronic repairs and cable installations; personal computers and peripherals
• Posture: Prolonged sitting; regular kneeling/squatting, bending/stooping, pushing/pulling, twisting
• Motion: Repetitive hand motion; frequent keyboarding and use of mouse; regular walking, grasping/squeezing, wrist flexion/extension, reaching
• Lifting: Moderate lifting and carrying (up to 44 pounds)
• Environment: Occasional prolonged and irregular hours; occasional districtwide travel; May be required to be on-call 24 hours a day.
• Mental Demands: Work with frequent interruptions; maintain emotional control under stress.

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.

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Signature Date

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Print Name

Job Type: Full-time

Pay: $170.82 - $256.22 per day

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Lewisville, TX: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: Multiple Locations